The player from Brazil had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. After multiple cancellations and delays from the casino, the issue was escalated, and the Complaints Team intervened. Following communication with the casino, the player confirmed that the withdrawal had been successfully processed and received in their account. The complaint was marked as resolved, though the player expressed dissatisfaction with the casino's support throughout the process.
Spinanga Casino - Player believes that their withdrawal has been delayed.
Amount: 1,200 R$
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
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After the casino exceeded the deadline and ignored the very rules they created and insist customers follow.
The casino is not meeting the deadlines, and in addition, they already canceled my withdrawal once, causing further delays in receiving my winnings.
They claimed that the payment provider is having issues processing payments. However, when making deposits, everything works smoothly, and the funds are transferred to the casino's account within seconds. They offer instant deposits via Pix, but when it comes to withdrawals, there is no Pix payment method available.
They provide a withdrawal timeline of up to 5 days to receive the funds, despite the fact that there are casinos and payment providers that make immediate payments to the customer's account.
So it's a 5-day wait, but there was a cancellation on their part. A new withdrawal request was made, and this will take another 5 days, that is if the casino doesn't cancel my withdrawal again, leading to more than 10 days of delay. This is absurd!
When contacting the casino's support, the representatives provide canned responses, do not answer questions, and do not specify the reasons for the delay. They just blame the payment providers.
There should be a channel exclusively for lodging complaints with the payment providers. The relationship with the payment provider is the casino's responsibility, and customers should not be burdened with the casino's internal problems and financial partner issues. Hire a competent payment provider; there are many excellent options. The casino should not impose internal issues on the customers, who cannot take any action to resolve them. Take responsibility or close down the betting site. I'm not following the rules anyway.
Thank you.
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3 months ago
Dear jjotapp,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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3 months ago
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Hello, once again the casino has canceled my withdrawal claiming server problems again! Where the customer has nothing to do with these problems! And you as a platform that provides a great service and has a lot of respect and reliability in the industry and also as an intermediary between casino and customer, you would have to have a way to make the casinos comply with the rules as well, making them take responsibility and not direct the blame to third parties.
And also give a way to anticipate the answers to the user who asked for help!
Thank you. Looking forward to hearing from you!
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3 months ago
Dear jjotapp,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
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Hello,
I still haven't received my payment! They gave me the deadline for the 2nd.
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3 months ago
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The
there to all interested,
I'm desperately asking you again to solve my situation, because once again the casino canceled my withdrawal without any justification, I entered the chat again but they didn't tell me the reasons and put the blame on the payment provider, I no longer know what to do or who to ask for help except you.
I had to make a new withdrawal request!
Thank you very much for your attention.
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3 months ago
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Hello,
I just sent you a message here, but again the withdrawal request I made today was canceled minutes later by the casino. It is not possible that there are no consequences for the casino.
I'm waiting for an urgent reply. 
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2 months ago
Thank you jjotapp for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello there,
Thank you jjotapp for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
Dear all ,
Kindly be informed that withdrawal request was canceled by the payment provider. In order to avoid this issue we want to make a manual withdrawal for the customer .
We would kindly ask him to send us on email the following details :
- e-wallet screenshot with his details for either Skrill or Pay4fun.
Best Regards
Spinanga Team
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2 months ago
Translation
Stop blaming the payment provider!
Was it the customer or the casino who hired the payment provider?
Then take it up with them! The problem is with you, not the customer!
What nonsense!
I've already sent you a printout of my pay4fun account, but apparently it's not working to withdraw my money either!
I'm already desperate, tired and my mental health is being affected because you're looking like fraudsters! This is a crime! It's theft!
STOP REPEATING THE SAME THING TO THE CUSTOMER!
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2 months ago
Dear Spinanga Casino representative, is there anything else that can be done in this situation to help the player withdraw their funds? Thank you in advance
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2 months ago
Dear Jjotapp ,
In order for us to make a manual withdrawal for you please confirm in full the and send us on email the following information:
- Pay4fun Full name,
- Email address
- Account ID
Best Regards
Spinanga Team
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2 months ago
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Casino Guru,
When the customer asks a question to the casino or has a doubt about something, the casino should answer.
Take responsibility, and not blame the provider since the 18th trying to withdraw my money and every time comes an excuse I've tried several forms of payment and none works for the casino.
They asked me for a printout of my pay4fun account and I had to register with this institution just to see if I would still receive my money there. But that wasn't enough, the prints want my soul so I can withdraw my money now! That's crazy.
Casino Spinanga is NOT following its own rules and deadlines and they respond as if it were normal to cancel withdrawals, and they are not punished or penalized.
Spinanga Casino should not have a license to operate, the attendants mistreat the customers!
They are negligent and you from Guru as intermediaries should do something about it.
I've already been sent all the information the casino needs to make my payment into my account! My hands are tied and I'm desperate to receive my payment and this situation is affecting my mental health.
PLEASE DO SOMETHING ABOUT IT!
Thank you for reading.
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2 months ago
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Hello,
Can anyone help me solve this problem?
Because it's hard to get concrete answers with solutions or direction.
Still waiting!
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2 months ago
Thank you for the update.
Dear Spinanga Casino representative, as the player is unable to withdraw the winnings with the option you provided are there any other ways this could be done manually? Thank you in advance!
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2 months ago
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Casino Guru,
The casino has already tried to withdraw manually and it still didn't work, as I mentioned, there have been several solutions, 5 cancellations by the casino!
So I need another solution!!!
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2 months ago
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Guru Team,
Once again the Spinanga casino hasn't paid me!!! I think they're going to scam me! It's not possible, I've been trying to get paid for a month. They don't give a position, they don't answer my questions in the chat, they keep closing the chat without finishing the conversation!
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2 months ago
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Dear all,
After much difficulty in finding a solution. The casino just made my withdrawal and it landed in my account successfully! Thank you for your patience!
I believe that some things should be analyzed to improve, so that this does not happen. As for the casino, unfortunately my experience was not good, it needs to be improved a lot! The interface is good, so is the gameplay, but the support team is awful!
Thank you.
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2 months ago
Dear Jjotapp ,
We are happy to inform you that your withdrawal has been processed and paid on our side and we are happy to hear that had received it as well .
Best Regards
Spinanga Team
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2 months ago
Dear jjotapp,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
